Experienced Director of Partner and Customer Service for Remote Contact Center Operations and Global Customer Experience Leadership

Introduction to arenaflex

At arenaflex, we are passionate about creating a unique and personalized experience for our customers and partners. As a leader in our industry, we strive to build a culture that celebrates connection, community, and the human spirit. Our mission is to inspire and nurture the human spirit, one person, one cup, and one neighborhood at a time. We are committed to developing extraordinary leaders who share our passion and are guided by their service to others. If you are a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for our Director of Partner and Customer Service role.

Job Overview

We are seeking a highly skilled and experienced Director of Partner and Customer Service to lead our global contact center operations and customer experience strategy. As a key member of our leadership team, you will be responsible for developing and implementing world-class customer and partner experiences through multi-disciplinary global contact centers and related functions. This includes oversight of outsourced contact center functions, leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.

Key Responsibilities

• Model leadership behaviors that are grounded in arenaflex's Mission and Values, driving engagement, development, and performance of all team members
• Set goals and actively provide partners with coaching, feedback, and development opportunities
• Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering world-class operations and services
• Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials
• Lead initiatives to identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and seamlessly integrate business change(s) into all aspects of contact center operations

Requirements and Qualifications

To be successful in this role, you should have:

• 10 years' experience leading contact centers and/or customer experience centers
• 5+ years' experience leading contact centers in an outsourced environment preferred
• Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology
• Experience developing and implementing operations improvement strategies for global contact centers
• Comfortable with a fast-paced environment and all aspects of change management
• Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers
• Experience leading transformation and continuous improvement initiatives
• Progressive experience with storytelling/communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration
• Has experience leveraging Lean, Six Sigma, or similar methodologies
• Demonstrated track record of results and improvements
• Master's degree preferred

Skills and Competencies

The ideal candidate will possess:

• Strong leadership and management skills, with the ability to motivate and inspire teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders
• Strong analytical and problem-solving skills, with the ability to drive business results and improvements
• Experience with contact center technology and operations, including metrics and analytics
• Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability
• Strong business acumen, with a deep understanding of the customer experience and contact center operations

Career Growth and Development

At arenaflex, we are committed to the growth and development of our partners. As a Director of Partner and Customer Service, you will have access to a range of training and development opportunities, including:

• Leadership development programs, designed to help you build your skills and expertise
• Coaching and mentoring, to support your career growth and development
• Opportunities to work on cross-functional projects, to broaden your experience and knowledge
• Access to industry-leading training and development programs, to help you stay up-to-date with the latest trends and technologies

Work Environment and Culture

At arenaflex, we are proud of our unique and dynamic culture. As a partner, you will be part of a team that is passionate about creating a positive and supportive work environment. We offer a range of benefits and perks, including:

• Flexible scheduling and remote work options, to support your work-life balance
• Comprehensive compensation and benefits package, including health coverage, stock and savings programs, and tuition reimbursement
• Opportunities to get involved in our community and social responsibility initiatives, to make a positive impact on the world around us
• A fun and supportive work environment, with a range of social and recreational activities to enjoy

Compensation and Benefits

At arenaflex, we offer a competitive compensation and benefits package, including:

• Salary and bonus structure, designed to recognize and reward your contributions
• Comprehensive health coverage, including medical, dental, and vision benefits
• Stock and savings programs, including our equity reward program
• Tuition reimbursement and education assistance, to support your ongoing learning and development
• Flexible scheduling and remote work options, to support your work-life balance

Conclusion

If you are a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for our Director of Partner and Customer Service role. At arenaflex, we are committed to creating a unique and personalized experience for our customers and partners, and we are looking for talented and passionate individuals to join our team. With a range of benefits and perks, including flexible scheduling, comprehensive compensation and benefits, and opportunities for growth and development, this is a great opportunity to take your career to the next level. Apply today and join our team of dedicated and passionate partners!